Refund Policy

Aurae Wood is committed to providing a transparent and reassuring shopping experience. The following Refund Policy outlines the terms, conditions and processing timeline for any refund request. Customers are encouraged to read these terms carefully before placing an order.

1. Refund Eligibility

   Customers may request a refund under the following circumstances:

   1. The item received is defective, damaged or missing components.
      • Customers must report the issue within 48 hours of receiving the product and provide photos or videos as proof.
   2. Incorrect item delivered, such as wrong model, size or quantity.
   3. Failure to deliver within the scheduled timeframe due to a seller-related delay exceeding 30 days.
   4. Special notes:
      • Custom-made items (custom size, special specifications or materials) are not eligible for refunds unless the issue is caused by the seller.
      • Items that have been installed, used or show signs of wear are not eligiblefor refunds.
2. Non-Refundable Conditions

   Refunds will not be accepted under the following circumstances:

   1. Change of mind, preference, or subjective reasons such as color differences due to display screens.
   2. Items that have been used, installed or physically damaged by the customer.
   3. The customer fails to respond within 14 days, making inspection or collection impossible.
   4. Orders that have entered the manufacturing or production stage, including home lightwave rooms, outdoor sauna houses and ice bath units.
3. Refund Process

   To ensure a smooth and accurate refund process, customers are required to follow the steps below:

   Step 1: Submit a Request

   • Order number
   • Photos or videos of the issue
   • Description of the problem
   • Date received
   
   

   Step 2: Review

   Our support team will review the request within 3 to 5 working days.(If further inspection is required, we may arrange product collection or on-site assessment.)

   Step 3: Approval

   Once the request is approved, customers will receive a written confirmation and there fund process will begin.

   Step 4: Refund Processing Time

   Refunds will follow the original payment method:

   • FPX or Bank Transfer: 7 to 14 working days
   • Credit or Debit Card: 14 to 21 working days depending on bank processing time
   • Buy Now Pay Later or installment providers: Timeline follows the terms of the financial institution
     (Note: Processing fees charged by financial institutions are non-refundable.)
4. Shipping Fees and Other Charges
   1. If the refund is due to a seller-related issue (defect, damage, wrong item), Aurae Wood will bear all return shipping costs.
   2. If the refund is due to customer-related reasons:
      • Return shipping cost will be borne by the customer
      • If the item is found to be in good condition, inspection, handling and administrative fees may apply
   3. Fees imposed by banks or installment providers are non-refundable.
5. Special Notes
   1. Custom-made items are non-refundable unless the issue is caused by the seller.
   2. Once an item has been handed over to the shipping carrier, the order is considered fulfilled and cannot be cancelled.
   3. Aurae Wood reserves the right to amend this Refund Policy and holds final interpretation rights.